Guest Experience Supervisor

Supervise day-to-day operations of the Guest Experience team to ensure consistent delivery of high-quality service.

Personally greet VIPs, long-stay guests, IHG One Rewards members, and other special guests upon arrival and throughout their stay.

Monitor guest satisfaction levels through direct interaction, feedback, and guest survey results.

Handle guest complaints, feedback, and requests promptly, ensuring effective service recovery and follow-up.

Coordinate with all departments to ensure guest preferences, special occasions, and requests are communicated and fulfilled.

Ensure the lobby area maintains a welcoming, organized, and brand-compliant appearance.

Maintain accurate records of guest preferences, feedback, and service recovery actions in the PMS or guest history system.

Prepare daily VIP arrival and departure lists and coordinate with Housekeeping, Food & Beverage, and other relevant departments.

Support the implementation of IHG brand programs and initiatives related to guest experience and loyalty recognition.

Conduct regular room inspections for VIP guests to ensure readiness and compliance with hotel standards.

Ensure accurate and timely completion of shift reports and guest logs.

Supervise, motivate, and guide Guest Experience Officers and Lobby Ambassadors in delivering proactive and personalized service.

Conduct daily briefings and grooming checks, ensuring compliance with brand and hotel grooming standards.

Provide ongoing training and coaching on guest engagement, complaint handling, and brand service standards.

Foster a culture of empowerment and accountability within the team.

Bachelor’s Degree or Diploma in Hospitality Management or related field.

Minimum 3–5 years of Front Office / Guest Relations experience in an international 5-star hotel, with at least 1 year in a supervisory role.

Strong knowledge of Front Office operations, IHG systems, and guest service procedures.

Excellent verbal and written communication skills in English and Bengali; additional languages are an advantage.

Proficiency in Opera PMS and Microsoft Office applications.

Passion for guest service, with a warm and confident personality.